|
Worldwide contact centre market 2008
17/07/08
Avaya is
leader of the worldwide contact centre market, according to a new
Gartner report.
The report,
which measured 2007 global contact centre market share, states that
“Avaya is number one” in contact centre revenue and shipments across
all measured categories and regions, including the market for
Internet protocol (IP)-based contact centres.
According to Gartner, Avaya represents 38 percent of the global
market for contact centre revenue and 40 percent of the global
market for contact centre shipments -- figures that are in both
cases about 25 points ahead of the nearest competitor. Specifically
in the Europe, Middle East and Africa (EMEA) contact centre market
in revenue, Avaya leads with 32 percent of the market, which is 14
points ahead of its nearest competitor.
In the North American contact centre market, including the U.S. and
Canada, Avaya leads with 43 percent of the total market for contact
centre revenue. In other regions, Avaya delivers similar strength in
contact centre revenue, leading Asia Pacific with 35 percent. In the
Latin America region, Avaya grew more than 100 percent, and
represents half of the region’s share for contact centre revenue –
about three times its next competitor.
According to Gartner, the market for contact centre revenue is
nearly $2.4 billion. Gartner defines contact centres as
computer-based systems that provide call and contact routing and
prioritisation for high-volume telephony and multimedia
transactions. They support critical customer service functions
around the world through specialist answering “agents” and use
sophisticated real-time contact management and reporting systems.
Additionally, Gartner’s report highlighted the rapid growth of
IP-based contact centres, with shipments growing 37 percent year
over year to now represent 49 percent of the worldwide contact
centre market (comprised of both TDM and IP technologies). Next
year, Gartner expects the migration to IP-based contact centres to
accelerate, as more businesses turn to IP for its more functional
multi-site and virtual customer service capabilities. According to
Gartner’s report, Avaya led the IP contact centre category with 36
percent, 16 points ahead of its nearest competitor.
Nick Gibson, editor
|
